• Monitorar e analisar indicadores operacionais (produtividade, SLA, backlog, aging, capacity e qualidade); • Acompanhar indicadores de experiência e eficiência, como CSAT, produtividade, nível de serviço, qualidade e rechamada/reabertura; Identificar desvios de performance e atuar na análise de causa raiz; • Gerar insights acionáveis para melhoria contínua da operação; • Realizar análise de processos, identificando oportunidades de ganho de eficiência; Propor e implementar melhorias com foco em: Redução de tempo de atendimento, Redução de custo operacional, • Aumento da satisfação do parceiro; Utilizar IA e automações como alavanca de eficiência e escala operacional; • Conduzir e acompanhar planos de ação junto à operação; Estruturar e conduzir rituais de performance; • Construir análises e materiais executivos para suporte à liderança.

Role Description Grey Street Consulting, LLC (Grey Street) is seeking to hire a Reasonable Accommodations Support Analyst to support clients within the U.S. Department of Transportation (DOT), Departmental Office of Civil Rights (DOCR). This position is to be performed remotely and is contingent upon the award. - The RA Support Analyst manages the end-to-end "Interactive Process" for reasonable accommodation requests, including: - Determining eligibility under the Rehabilitation Act, Title VII (Religion), and the PWFA (Pregnancy). - Evaluating medical documentation. - Drafting formal decision recommendations. - Case Intake & Management: - Acknowledge receipt of new cases within two business days. - Maintain detailed records and submit comprehensive performance reports tracking milestones, durations, and service hours. - Adjudication & Analysis: - Determine if requesters meet statutory qualifications for accommodations. - Assess the sufficiency of medical/supporting documentation to establish disability or functional limitations. - Prepare formal requests for additional medical information when necessary. - Essential Functions Review: - Partner with supervisors and hiring officials within two business days to clarify essential job functions and operational considerations relative to each request. - The Interactive Process: - Initiate discussions with employees/applicants within three business days. - Collaborate with Federal Occupational Health (FOH) to determine medical suitability. - Facilitate discussions between managers and employees to identify effective, feasible accommodations or alternatives. - Decision Drafting: - Within 20 business days of assignment, produce a formal draft decision letter including: - A summary of facts, medical findings, and essential function analysis. - A clear recommendation for approval, alternative accommodation, or denial. - A documented rationale for the recommended path. - Compliance & Reporting: - Notify the Agency immediately (within one business day) if an individual is deemed "not qualified" or if a request is found to be unfeasible. Qualifications - At least five (5) years’ experience working as an attorney; or at least three (3) years’ experience in human resources, labor relations, or a related field with experience in reasonable accommodations processing and/or disability management. - Technical expertise in applying relevant laws, regulations, and best practices related to reasonable accommodations processing and/or disability management. - Strong knowledge of assistive technology applications and devices. - Technical expertise in providing professional medical documentation review and analysis for the purpose of deciding reasonable accommodation requests. - Proficiency in providing administrative support as directed, including data collection, basic research, report preparation and analysis, and drafting and disseminating routine correspondence and other written material. - Demonstrated ability to understand and follow Standard Operating Procedures, agency policies, and directed instructions. - Strong professional interpersonal, teamwork, and customer service skills, including excellent written and oral communication abilities. - Demonstrated ability to adhere to strict confidentiality requirements. Requirements - Operate a PC and phone in an office environment. - Work in a primarily sedentary position. - Perform some bending, light lifting, and carrying of equipment may be required. - Any additional office equipment that is required by the position. Benefits - Comprehensive medical and dental coverage. - 401k with a guaranteed match.

• Support development of frameworks, plans, policies, and protocols that unify and integrate delivery of health services. • Develop and maintain new operational plans (instructions and SOPS) related to those in CMS care, taking existing documentation and unifying into an integrated framework, and proactively identifying gaps that operational and tactical plans can resolve. • Research, learn, and apply relevant federal policy, guidance, and regulations at the federal and state level to respond to inquiries using analytical writing skills; • Review technical documents and statement of works to identify potential issues, and develop draft responses and/or solutions to these issues. • Understand organization-specific datasets; • Perform data analyses to draft policy help desk answers to routine and ad hoc questions about health systems and regulatory compliance in a manner which explains to non-technical stakeholders; • Utilize various information systems to perform validation and verification of data by comparing and analyzing from multiple sources and reporting findings in a meaningful way; • Interface with clients and stakeholders; • Document decisions and approved language in a knowledge repository; • Communicate with systems development experts to maintain tools and applications used to fulfill project requirements; • Demonstrate a strong commitment to excellence.

TBD